Our commitment to quality assurance makes us a leader in the industry.
At Global Empire Corporation, we know that quality products and solutions begin with quality people. By hiring high integrity, motivated workers with resilient spirits and the ability to think strategically and focus on our customers’ needs, we increase the quality and effectiveness of all of our solutions.
Our Quality Assurance department focuses on meeting and exceeding each and every expectation set out by our clients.
- Continuous quality monitoring and evaluation
- Dedicated coaching and agent development
- Independent quality assurance and verification
- Brand-aligned customer experience delivery
- 1.1B+
- Transactions Processed
- 11+
- Contact Centers Worldwide
- 27
- Service in 27+ Languages
- 35.5k+
- Over 35000 Happy Employees
- 10M+
- New Customers Acquired
Real-Time Visibility Into Quality Performance
Our Quality Assurance framework provides real-time insight into agent performance, compliance, and customer experience outcomes—giving leadership teams clarity and control.
Through regular monitoring, evaluations, and reporting, we ensure quality standards are consistently met across all programs.
Quality-Focused Talent
We hire high-integrity, motivated professionals with strong problem-solving skills and a customer-first mindset to ensure quality starts with the right people.
Monitoring & Coaching
Our Quality Assurance and Development teams regularly monitor interactions and provide focused coaching, mentoring, and performance support.
Independent Verification
Independent corporate Quality Assurance and sales verification teams ensure accuracy, compliance, and objective performance validation.
Optimize Performance With Confidence
Quality That Supports Stronger Programs
Our quality assurance process is designed to continuously improve performance while protecting your brand.
With our approach, you can:
- Identify strengths and improvement areas early
- Maintain consistent compliance and accuracy
- Improve product knowledge and agent skills
- Enhance customer satisfaction and loyalty
- Support scalable, high-performance programs
Our unique approach to quality assurance:
Global Empire Corporation delivers quality assurance solutions designed around your business needs, including:
- Low agent-to-supervisor ratios for effective coaching
- Regular interaction monitoring and evaluations
- Dedicated mentoring for new and developing agents
- Client-specific quality standards and scorecards
- Continuous improvement and compliance tracking
Ultimately this approach helps ensure that you, our clients, have the very best people on the job at all times.
We work with our agents every day to ensure constant compliance, improve product knowledge and increase skills so your programs support your biggest assets – your brand and your customers.
By embedding quality into every stage — from hiring and training to daily operations and client relationships — we ensure strong, consistent results that meet your expectations.
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How Call Center Quality Assurance Actually Works
Quality assurance in a contact center is a sampling problem before it is a scoring problem. No team can review every interaction by hand, so the first decision is which ones to look at. A purely random sample is fair but slow to find trouble. A purely targeted sample — long calls, low survey scores, repeat contacts, new agents — finds trouble quickly but distorts the picture if it is reported as though it were typical. A sound program does both and labels them separately: a random sample that tells you how the operation is really performing, and a targeted sample that tells coaches where to spend their time.
The scorecard is the second decision, and the most common mistake is a long one. Forty equally weighted line items produce scores in the nineties for calls the customer would describe as a failure, because greeting, hold etiquette and closing all scored full marks while the actual problem went unsolved. A useful scorecard is short, weights the outcome above the ritual, and separates critical errors — a compliance breach, a wrong answer, a disclosure missed — from coaching opportunities. A critical error should fail the interaction regardless of everything else on the form.
The third decision is calibration. Two reviewers listening to the same call will disagree more often than most managers expect, and without regular calibration an agent's score depends on who happened to review them. Calibration sessions, where client and provider staff score the same interactions independently and then reconcile the differences, are what make a quality score mean the same thing in month six as it did in month one. They are also where a client discovers whether the provider's idea of good matches its own.
- Report random and targeted samples separately, never blended
- Keep the scorecard short and weight the outcome above the ritual
- A critical error fails the interaction, whatever else scored well
- Calibrate with the client on the same interactions, on a fixed schedule
Frequently asked questions
What is call center quality assurance?
The practice of reviewing customer interactions against an agreed standard to check that agents are accurate, compliant and effective, and then using what is found to coach agents and fix processes. It combines interaction monitoring, a scorecard, calibration between reviewers, coaching and reporting.
How many interactions should be reviewed per agent?
Enough to be fair and to show a trend, which depends on volume and risk. Established agents on routine work need fewer reviews than new agents or those handling regulated conversations. What matters more than the number is that the sample is drawn consistently, so that scores can be compared across agents and over time.
What is the difference between quality assurance and quality control?
Quality control inspects finished work and catches errors. Quality assurance looks at why the errors happen and changes training, knowledge content or process so they stop. A program that only scores calls is doing the first; one that feeds findings back into the operation is doing the second.
Can clients take part in quality reviews?
Yes, and they should. Joint calibration sessions, where your team and ours score the same interactions and compare results, keep the standard aligned with your brand and give you direct evidence of how customers are being treated.
How are quality results reported?
By program, team and agent, with critical errors shown separately from coaching items and trends shown over time. Scores are most useful alongside the operational measures they should explain, such as repeat contact, escalations and customer satisfaction.
Quality You Can Trust. Performance You Can Measure.
At Global Empire Corporation, quality is the backbone of every successful program. Our commitment to quality assurance ensures your customers receive consistent, compliant, and high-quality experiences—every time.